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Plan
Premium Duo
Country
Schweiz / Switzerland
Device
Samsung Galaxy 7
Operating System
Android Oreo (8.0.0)
My Question or Issue
Hallo Community,
Über das Sonos App habe ich zwei verschiede Konten verknüpft, das Hin und Her wechseln der Konten ging bis anhin problemlos. Letzte Woche habe ich von Spotify Premium Family zu Spotify Premium Duo gewechselt und seit da kann ich von meinem Spotify Konto (Hauptbenutzer/Verwalter des Abos) nichts mehr abspielen, es erscheint immer die Fehlermeldung: "Wiedergabe von "[SONGTITEL]" nicht möglich - Verbindung Spotify wurde getrennt". Wechsle ich zum Spotify Konto meiner Frau (Mitglied des Abos) kann ich die Musik problemlos über Sonos abspielen. Ich hatte bereits ein Ticket bei Sonos abgesetzt, aber sie haben mich zu Spotify verwiesen, da sie der Meinung sind, es liegt an meinem Spotify Konto.
Folgendes habe ich schon versucht:
- Konto aus Sonos App löschen und neuhinzugefügt
- Sonos App neuinstalliert
- Weitere Empfehlungen von Sonos ausgeführt (Channel Wechsel, WLAN und LAN Anschluss, usw.)
- Spotify App neuinstalliert
Ihr seid meine letzte Hilfe, hoffentlich habt Ihr eine Lösung für mich. Ein neues Konto möchte ich nicht erstellen oder anlegen.
Vielen Dank für Eure Hilfe
Solved! Go to Solution.
Hey @donaldduck2633,
Thank you for getting back to us, we're sorry to hear you still have trouble.
The steps you've tried are very thorough and in most cases should resolve the issue. If your issue still persists, we'd suggest that you try and create a new account that you can connect to the speaker. You can take a look at this page to see how to create a new account and transfer your playlists so you can enjoy them on your new account as well.
If you want to keep the old account, you can try again getting in touch with the Sonos support. The team can investigate this further and give you more information about it because we don't have an access to their systems.
If you have questions, don't hesitate to reach out to us. We'll be happy to help you.
Hey there @donaldduck2633,
Thanks for getting in touch with us and welcome to the Community 🙂
Hope you don't mind us replying in English as it's the Community's official language.
We can see that you've tried different troubleshooting steps, which are all very good. Just to be on the safe side we'd recommend that you follow them in this order:
If that doesn't do the trick, we'd suggest that you make sure that you have enabled permissions for the Sonos and Spotify app in your phone's settings.
If you have questions, don't hesitate to reach out to us. We'd be happy to help you.
Hey @Elena,
I have bad news, your suggestions didn't help, I tried everything and I also gave Sonos and Spotify the full permission, but the problem still exist.
I hope you have another idea, how to fix my problem, because before I changed to Premium Duo, everything worked as designed 🙂
Hey @donaldduck2633,
Thank you for getting back to us, we're sorry to hear you still have trouble.
The steps you've tried are very thorough and in most cases should resolve the issue. If your issue still persists, we'd suggest that you try and create a new account that you can connect to the speaker. You can take a look at this page to see how to create a new account and transfer your playlists so you can enjoy them on your new account as well.
If you want to keep the old account, you can try again getting in touch with the Sonos support. The team can investigate this further and give you more information about it because we don't have an access to their systems.
If you have questions, don't hesitate to reach out to us. We'll be happy to help you.
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